Customer Experience Supervisor

Position Summary: The Customer Experience Supervisor is responsible for overseeing the customer service team to ensure exceptional service delivery and satisfaction. This role involves managing day-to-day operations, implementing policies and procedures, coaching team members, and collaborating with other departments to improve overall customer experience. The ideal candidate will use analytical skills to evaluate performance metrics and drive improvements, focusing on maintaining high levels of customer engagement and satisfaction. 

Essential Duties and Responsibilities: 

• Supervise and mentor the customer experience team to ensure they meet service and performance targets.
• Develop and implement processes to improve customer satisfaction, retention, and loyalty.
• Handle escalated customer complaints and resolve issues promptly and effectively.
• Collaborate with cross-functional teams, including marketing, sales, and product development, Operations and IT to address customer feedback and needs.
• Monitor and analyze customer service metrics (e.g., CSAT, NPS, response times) to identify areas of improvement.
• Provide training and coaching to ensure team members meet and exceed service expectations.
• Conduct regular performance evaluations and provide constructive feedback to the team.
• Participate in recruitment, onboarding, and training of new staff members.
• Create and manage schedules to ensure adequate staffing levels during peak periods.
• Develop and implement strategies for improving service efficiency and reducing response times.

Required Qualifications: 

• Bachelor’s degree in business, customer service management, or related field (or equivalent experience).
• Proven experience in customer service, preferably in a supervisory or management role.
• Strong leadership and interpersonal skills with the ability to motivate and manage a team.
• Excellent communication and problem-solving skills.

• Proficiency in CRM software and other customer service tools. HubSpot a plus
• 3PL, Warehousing knowledge a Plus, along with systems in warehousing, such as WMS, YMS, LMS, etc ; along with Reporting systems and tools such as Tableau, KPA, etc.
• Ability to work in a fast-paced environment while maintaining high service standards.
• Strong analytical skills with experience in tracking and reporting on key performance indicators (KPIs).

Physical Demands: 

• Ability to sit for extended periods while using a computer.
• Occasional lifting of up to 25 pounds for moving office equipment or supplies.

Work Environment: 

• Work is performed primarily in an office environment with extended periods of sitting at a desk.
• Minimal exposure to outdoor and warehousing conditions.
• Fast-paced and team-oriented environment.

Travel Requirements: 

• Occasional travel may be required for meetings, conferences, or team development activities.

Equipment Used: 

• Standard office equipment including computers, telephones, printers, and copiers.
• Customer Relationship Management (CRM) software and other related applications.

Supervisory Responsibilities: 

• Direct supervision of customer service representatives and other team members as assigned.
• Responsible for performance management, coaching, and professional development of team members.
• Oversee staffing levels and scheduling to ensure coverage meets operational needs.

Benefits: 

• Medical/Dental/Vision Insurance- First of the month after 30 days of employment
• 401K with company match
• PTO and Holiday eligibility on the date of hire
• Weekly Pay
• Tuition Reimbursement
• Tuition Grant Program